How public discourse functions to restore moral orders

Abstract Previous research has extensively examined corporate apologies as webcare in public settings. However, it has paid less attention to apologies made directly to the public despite their potential to evoke responses that reflect social expectations. This study examines corporate public apology strategies and social media users’ follow-up comments, specifically focusing on impolite comments and their underlying rationale. The findings reveal that, despite employing various apology strategies in response to food safety incidents, corporations continue to receive criticism and impolite comments online. These comments frequently reference the moral value of 良心 liángxīn ‘conscience’, which serves as a moral ground for public criticism. Specifically, these comments highlight a set of moral expectations constituting liángxīn : being responsible, being honest, avoiding being profit-centric, and caring for customers. Such impolite comments function as a rite of moral aggression aimed at reaffirming and restoring moral orders. This study enriches our understanding of public responses to corporate apologies and underscores the role of online criticism in shaping societal norms.